Product Support Representative

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The world of finance moves fast. At FIS, we’re faster. We are a global Fintech, our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

About the role:

You will be working as a Product Support Representative providing product support services to major Australian banking clients on our Loan Origination Software platform. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application. This role will be based in Melbourne and will be fully remote. The usual hours will be Monday 6am-4 pm and Tuesday to Friday 8am – 6 pm to support ANZ business hours. Support for major outages may be required outside of these times on occasion.

What you will be doing:

As a Product Support Representative supporting our Commercial Loan Origination software you will:

• Handle customer inquiries and resolve support issues such as: addressing changes, processing orders, warranty, or billing and payment.

• Software debugging, problem resolution and working with APIs.

• Communicate via email and phone directly with clients to provide timely support and resolution to issues

• Provide in-depth product support and research client issues.

• Troubleshoot problems with equipment or software applications and recommend corrective action.

• Document customer information and recurring technical issues to support product quality programs and product development.

What you will need:

• Prior banking or finance experience would be ideal

• Proven experience in a similar Product Support role

• Strong written and verbal communication skills and the ability to relate well to clients

• Experience with SQL databases, APIs and IIS (Internet Information Services)

• Familiarity with Java or HTML would be useful

• Strong analytical, organisational and time management skills

• The ability to work independently

• Full Australian Work Rights

Added bonus if you have:

• Knowledge of FIS products

• Experience with BPMN and CMMN workflow software

• Knowledge of Apache Tomcat

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including:

• An opportunity to be the voice of innovation in the Fintech sector

• A role with a company that champions Inclusion and Diversity

• A competitive salary and comprehensive package including medical and personal insurances and employee shareholding

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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